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ITIL® Foundation (Version 5)
- Categories:
- Service Management
- Level:
- Fundamentals
- Code:
- ITIL5F
- Exam:
- Yes - Included
Overview
The ITIL® (Version 5) Foundation course introduces learners to the latest ITIL framework for modern digital product and service management. Designed for professionals involved in service delivery, support, or governance, this course provides foundational knowledge of the ITIL Value system, ITIL Value chain, guiding principles, and core service management concepts.
ITIL 5 expands on value co-creation, digital product lifecycle management, and value stream optimisation, offering a holistic, adaptable approach to service management.
Prerequisites
There are no formal prerequisites for this course.
Target audience
This course is suitable for:
- Anyone providing a digital product or service to customers
- Business professionals at all levels
- Service managers, product owners, and team leads
- Customers and users involved in the delivery or consumption of digital products or services
- Anyone aiming to adopt or understand ITIL-based service management practices
What's included
Select your preferred way to learn:
What is Classroom?
Hands-on, instructor-led training delivered in a QA learning centre
In-person training in a dedicated QA learning centre. Learners benefit from expert-led sessions, collaborative activities, and structured, hands-on workshops in a distraction-free environment. If you can’t attend in person, many classroom courses are also available to attend remotely.
Classroom sessions can be arranged on request. Please contact your account manager to discuss availability in your region
Best for: Individuals and teams who benefit from deep focus, direct interaction, and practical, hands-on learning.
What's included?
2 Days instructor led course
Exam included
Exam preparation aids
Online exam voucher
6 month free access to QA learning platform
Free 6-Month Access: Learning Platform Discovery plan
Included FREE with every instructor‑led course
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What is bespoke training?
Custom instructor-led training designed by QA to fit your needs
Tailored programmes built around your organisation’s goals, challenges, and skill levels. Delivered in the format that suits you to maximise relevance and impact.
Best for: Organisations and teams looking to target specific business priorities and capabilities with QA subject matter expertise.
Find out more about the course:
Learning outcomes
By the end of the course, learners will be able to:
- Understand the key concepts of digital product and service management
- Describe service relationships and their impact on value co-creation
- Explain the four dimensions of service management
- Understand the components and purpose of the ITIL Value System
- Describe the digital product and service lifecycle and value chain activities
- Apply the ITIL guiding principles to organisational decision-making
- Recognise the role and structure of some ITIL management practices
- Understand value stream mapping and management and their contribution to value creation
Course outline
Key concepts of digital product and service management
- Definitions of digital product and service concepts
- Types of service interactions and how they enable value co-creation
Service relationships
- Concepts and types of service relationships, including roles and service quality measures
- The contributions of utility, warranty, experience, and sustainability to value
The four dimensions of service management
- Overview of the four dimensions and their role in a balanced, holistic approach to service management
ITIL Value System
- Components of the Value System and their purpose
- Governance within the Value System and how it supports value creation
Value chain
- Purpose and scope of each activity in the digital product and service lifecycle
- Key terms related to value chain activities
Guiding principles
- How feedback contributes to value co-creation
- Applying the ITIL guiding principles across different organisational contexts
- The interaction of guiding principles to support continual improvement and decision-making
- How management practices support value chain activities to enable value creation
ITIL management practices
- The role of management practices within the ITIL framework
- Introduction to ITIL practice guides and their benefits
- Continual improvement practices and their application
- Steps of the ITIL continual improvement model
Value streams – mapping and management
- Purpose and concepts of value stream mapping and management
- Relationship between digital value stream mapping and value stream management
Exams and assessments
This course includes a formal certification exam:
- 40 multiple-choice questions
- 60 minutes duration
- Closed book
- Pass mark: 26 out of 40 (65%)
- The exam is delivered online via PeopleCert and can be taken at the learner’s convenience
Hands-on learning
Learners will:
- Apply service management concepts to practical examples and interactive exercises
- Participate in learning examples to understand value chains and service relationships
- Explore value stream mapping through guided activities
- Collaborate with peers and instructors to reinforce key concepts and guiding principles
Good to know
Ready to book? Complete the form and a member of our team will be in touch shortly to discuss your options.
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What our customers are saying
“We can’t understate the success of this ITIL® training programme. With exam pass rates that simply can’t be bettered, QA has done an outstanding job in providing our people with the service management skills we need – in the most cost-effective way possible, and with no loss of results.”
Cheryl Cumberworth
E-Learning & Support Manager, Atos Origin
“QA's Cloud Academy platform allows us to quickly train and certify our support engineers on the complete portfolio of Microsoft products. We will use our resulting skills inventory data to intelligently assign our support incidents to the most qualified engineers, resulting in faster resolution times, higher throughput, and greater customer satisfaction.”
Caroline Dumont
CE&S Learning Leader at Microsoft
Portfolio Director
Paul Wigzel
Capability Lead – Service Management
Frequently asked questions
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Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
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When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.